I'm sorry to issue an FOI when I've just discovered you're asking us not to, but I don't know how long you retain the relevant information (in 4. below) for. Other than that (not deleting it & acknowledging you've ensured this), you can treat as non-urgent while the lockdown is on. I have been told that when road works require the suspension of a bus stop, an assessment is made as to whether a temporary replacement bus stop can be positioned nearby. In my experience a temporary stop is almost never provided, even though it seems to me there is often ample suitable space for one, even after considering the various factors involved, that customer services have pointed out at various times, that need to be taken into account. 1. What sort of level of seniority is the person carrying out such assessments? Is it checked by anyone, or e.g. a proportion of them? 2. What physical/electronic records are made of that original assessment, including of each alternative location considered, if several; and subsequent decision-making in these cases? E.g. are there photos of superficially plausible places, with specific reasons for rejection stated? 3. For road works of some duration, if someone complains (e.g. through customer services) that there isn't a temporary stop to replace the suspended stop, especially for an important location such as a station, and the permanent stops either side are a considerable distance away, does this, or should this, or might this, get passed to an appropriate person in TfL to review the original decision? How could a complainant press for such a review? 4. Please supply the information involved in 2. above for the suspension of the southbound stop (B) (route 276, on Manor Rd) at West Ham station for the Thames Water road works lasting many weeks, scheduled to end on 25 Feb this year, which involved temporary traffic lights and extended from immediately south of the suspended stop mentioned, to only just north of the following stop, which note was also suspended. Note: I have asked repeatedly for this information by the usual customer services route, with them only finally saying an FOI would be needed to unearth it. If they had told me that in the first place, I could have submitted this in early February before the current emergency. Background: I emailed them on 31 Jan about the bus stop in question, but typically (I've complained of lack of temporary stops elsewhere before) just got a bland response about such situations generally. I followed it up, and due to getting no response, after 5 weeks emailed again (15 Mar, but no acknowledgement) asking in any case to escalate the issue. On 8 Apr I had a response (using the previous ref number) from the Bus Correspondence Manager, again giving bland reassurances without addressing the points concerned. It was unclear if he'd seen my 15 Mar email. I only followed up again on 11 May, and got a quick response saying I'd need to do an FOI, and still being unclear whether they'd received my previous email.

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TfL Ref: FOI-0235-2021

Thank you for your request received by Transport for London (TfL) on 19^th May 2020 asking for information about the provision of temporary bus stops.

Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.

I can confirm that we hold some of the information you require.

We try to minimise disruption to our customers as much as possible when bus stops are suspended. This may entail curtailments and diversions being put in place, with or without temporary stops. In general terms, we deploy temporary stops where they reduce significant impacts on customers; where we can find safe boarding and alighting locations, and; where accessibility can be maintained for all of our passengers including those in wheelchairs. This is not just at the stop itself but may include how people would safely reach it.

Our Network Traffic Controllers (NTCs) are normally the colleagues first on the scene when services are disrupted and act to keep buses moving, either along their usual path or different connecting corridors back to their normal line of route. They are empowered to carry out these changes quickly and reactively in relation to the changing circumstances on the ground. This is not a documented process, but is based on the factors at play at the time. We do not, therefore, hold any records of such assessments. NTCs are equipped with vans that can carry and rapidly deploy temporary stops. As this is an operational response, we do not go back over the decisions taken at the time. The work of NTCs is overseen the relevant ‘Service Delivery Manager’.

In terms of the specific instance referenced in your request, I have been in liaison with the relevant Service Delivery Manager who has provided the following information. Note that this his recollection of events, rather than being based on recorded information. I am told that there were some emergency works that had to be undertaken by Thames Water along with further works by a separate drainage contractor. The works went in one after the other and it took a prolonged time to do this. The initial request was to close two consecutive stops in both directions, stop B and C in the south bound direction, stop N and P in the northbound direction. As a general rule the Service Delivery Manager states that he does not approve any works that require two consecutive stops to be closed. However, having discussed this with the contractors it was concluded that there was no alternative safe workings due to the narrow width of the road and so an NTC was dispatched to close the required stops after assessing the traffic management set up. Two consecutive stops were closed in the south bound direction (B and C) whilst we managed to avoid closing two consecutive stops in the opposite direction (only stop N closed). The Service Delivery Manager states that he can understand why the NTC would not have placed a temporary stop, for the following reasons:

• The stretch of road working under single alternate temporary traffic signals was significant. The longer the distance between the lights the bigger the impact on traffic flow. During rush hour the traffic was tailing back onto the industrial estate on Stephenson Street during this works. To add a stop to the mix would have exacerbated the delays faced by motorists and bus passengers;

• Stop B and C are in very close proximity (under 100 metres), whilst the next stop (stop D) was a further 200 metres away. So from stop B to D (next available stop) is a combined 300 metres which is an acceptable walking distance.

Regarding your question about complaints, these are handled by our Customer Services team, liaising with colleagues elsewhere in the organisation as necessary. Where a complainant is not satisfied with the way in which their complaint has been handled they can escalate the matter in accordance with the process set out in the TfL Complaints Handling Procedure, which can be found online here (see “Escalations and Appeals” on page 6):

http://content.tfl.gov.uk/tfl-complaints-handling-procedure.pdf

If this is not the information you are looking for, please do not hesitate to contact me.

On a more general matter, please note that the Government has announced a series of measures to tackle the coronavirus. It is essential for London that we continue to provide a safe transport network for essential journeys.

In current circumstances, we are not able to answer FOI requests readily and we ask that you please do not make a request to us at present.

Answering FOI requests will require the use of limited resources and the attention of staff who could be supporting other essential activity. In any event, please note that our response time will be affected by the current situation.

Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.

Yours sincerely,

David Wells

FOI Case Officer

FOI Case Management Team

General Counsel

Transport for London

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